JOB DESCRIPTIONProvide first-line technical support to Alter Domus users as part of a integral, multi-site Service Desk operating across multiple time zones. This role focuses on delivering consistent, high-quality IT support to a geographically diverse user base by resolving incidents and fulfilling service requests in line with defined service levels.
Working under the guidance of the Service Desk Manager, the Officer contributes to maintaining reliable and efficient IT service delivery by combining technical troubleshooting skills with strong customer service, ensuring a seamless user experience across global operations.
Key Responsibilities
Handle incoming tickets (Service portal, calls, chats, emails) in line with SLA targets
Log, categorize, and prioritize tickets accurately in ITSM tool (Jira Service Management)
Resolve L1 incidents and fulfil standard service requests
Perform initial triage and elevate unresolved issues to L2/L3 teams
Deliver high-quality customer service and maintain strong communication
Provide regular updates to users on ticket status
Ensure First Contact Resolution (FCR) wherever possible
Follow ITIL-based Incident, Request, and Knowledge Management processes
Maintain accurate ticket documentation and audit trails
Adhere to shift schedules and coverage requirements (24x5 / 24x7 as applicable)
Use existing knowledge base to resolve incidents
Contribute to knowledge article creation and updates
Adapt current AI/Automation solutions and identify any additional automation opportunities
Education & Experience
Degree in Computer Science, Information Technology, or related field (or equivalent experience)
1–3 years of experience in IT Service Desk / Technical Support




ITIL Foundation certification (preferred but not mandatory)
Experience with ITSM and ITIL framework
Strong communication and customer service skills
Ability to work in a fast-paced, global environment
Global ITSM Tools: Experience with ServiceNow, Jira Service Management, or similar enterprise platforms
What We OfferWe are committed to supporting your development, advancing your career, and providing benefits that matter to you. Our industry-leading Alter Domus Academy offers six learning zones for every stage of your career, with resources tailored to your ambitions and resources from LinkedIn Learning.
Support for professional accreditations such as ACCA and study leave
Flexible arrangements, generous holidays, plus an additional day off for your birthday
Continuous mentoring along your career progression
Active sports, events and social committees across our offices
24/7 support available from our Employee Assistance Program
The opportunity to invest in our growth and success through our Employee Share Plan
Equity in every sense of the wordWe are in the business of equity, in every sense of the word. For us, this means taking action to ensure every colleague has equal opportunity, valuing every voice and experience across our organisation, maintaining an inclusive culture where you can bring your whole self to work, and making Alter Domus a workplace where everyone feels they belong.
We celebrate our differences, and understand that our success relies on diverse perspectives and experiences, working towards shared goals and a common purpose. We take pride in creating a workplace where all our people are empowered to be truly invested in the alternative and bring their whole selves to work.
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📌 Omnichannel It Helpdesk Agent (Madrid)
🏢 Alter Domus
📍 Madrid